Broadband synced and authenticated, but no internet

[Futaura]

I woke up this morning to find no device would connect to the internet. Happens with both wired and WiFi connection. On further investigation in the router's web interface, I can see that the line is synced normally, and a gateway and public IP address have been assigned as normal. However, the route seems to be dead. I can't ping any known good IP addresses. I've tried two different TalkTalk router models (both known to be working). Phone works fine.

I suspect it to be a routing / network problem upstream from the cabinet or at the cabinet itself. Last time I had a problem like this, it resolved itself after a few hours - it happened at the same time their was a major power cut in the area. It may be a coincidence, but there was a power cut in the area last night too (although not at our property).

I've spent 3 hours on chat trying to get the fault logged, only to be fobbed off with having to be sent a new router. Hopefully, the actual problem will be fixed before this arrives. I did ask for the fault to be logged so that an engineer can investigate (the issue is upstream, perhaps at the cabinet).

Can anybody confirm that the fault has been logged and if a new router has indeed been ordered (not that it is likely to resolve the issue!)?

[Chris-TalkTalk]

Hi Futaura,

That's great news, thanks for letting me know 🙂

Chris

[Futaura]

Thanks for arranging the engineer so quickly! They've been and gone - all is now working normally again 👍

The issue was with the card at the cabinet up the road. They did a "lift and shift" to resolve the issue for me, as it would take much longer for them to arrange a card reset. They did also update the master socket to a 5C, as is the usual.

There were faults open at two other properties for the same symptoms - one was on the same road (they're with Sky), but both were connected to the same card as me. Fortunately, the same engineer had attended one of these, so instantly suspected an issue at the cabinet.

[Chris-TalkTalk]

I've booked the first available appointment as requested - November 07 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

I'll book the engineer now and get back to you with the details

Chris

[Futaura]

Done

[Chris-TalkTalk]

Hi Fataura,

Could you just confirm the account holders name, could you add it to the private notes section of your community profile and let us know when you've done this

Thanks

Chris

[Futaura]

Any time, any day, will be fine, but not Wednesday 13th November. As soon as possible, hopefully. I accept potential charges, but I am confident there shouldn't be any as the issue is not inside my property. I will let you know if the issue is magically fixed in the meantime.

[Michelle-TalkTalk]

Hello,

Thanks for trying this. Please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange the  engineer visit for you.

Thanks

Michelle

[Futaura]

It's a no-go unfortunately. Issue remains. I have now also just now reconnected directly to the test socket using a different cable and microfilter - no change. I don't think there is anything else I can do. I did walk up the road in case there was any activity going on at the cabinet, but didn't see anything. It is certainly not an internal wiring issue at my property, otherwise the line wouldn't be syncing normally and obtaining the DNS, gateway and public IP addresses.

Many thanks for you help.

[Michelle-TalkTalk]

Hi,

Ok thank you. There are no reported outages in your area. If there is still no connection after the 30 minute router power down and with 2 different routers at the test socket then the next step will be to arrange an engineer visit to the property.

Thanks

Michelle

[Futaura]

I already did this via live chat, but I will do so again. Will plug back in at 2pm - actually, will switch the router back to the factory reset (as advised by live chat) Sagemcom FAST 5364 router. I have also been testing with an older Huawei HG633.

[Debbie-TalkTalk]

HI @Futaura 

Thanks for confirming.

The line tests are clear, no faults detected.

Could you power down the router for a full 30 minutes for me? This will force a new session to start.

[Futaura]

Yes, it is. It's not a WiFi issue.

[Debbie-TalkTalk]

Hi @Futaura 

I'm really sorry to hear this. Can I just check, is this also affecting wired devices?

I'm just running some line tests now.